A person's thoughts and feelings about the meaning and nature of work itself are called values.

Moods and emotions are personal convictions about what one should strive for and how one should behave in life.

Intrinsic work values are related to the consequences of work.

The affective component of an employee's work attitude is that person's beliefs about the job or organization.

A psychological contract is an employee's perception of his or her exchange relationship with an organization.

Psychological contracts can begin to form before a prospective employee even joins an organization.

True

Pg 213

Observations of how coworkers are treated have little influence on the formation of psychological contracts.

Manufacturing jobs continue to be outsourced, but white-collar jobs have remained in the USA.

Performance appraisals provide employees and supervisors with career planning information.

True

Pg 331

Communication takes place whenever a person speaks to another person.

False

Communication is the sharing of information between two or more individuals or groups to reach a common understanding. p 403

Reaching a common understanding in communication means that people have to agree with each other.

False

Pg 403

Legal risks and productivity losses have led more organizations to monitor their employees' Internet activities and email messages.

True

Pg 404/405

Managers can often learn new things about themselves by listening to the perceptions that their subordinates hold of them.

True

Pg 416

Since telephone conversations do not provide the receiver with nonverbal cues, their information richness is very low.

False

p 421 Even though telephone conversations do not provide nonverbal information from body language and facial expressions, they are still a rich source of information.

Persuasive communication only requires the accurate transfer of information, not "framing" or "packaging" the material in order to influence others.

False

Pg 423

The administrative decision-making model prohibits decision makers from using any of the elements of the classical decision-making model.

False

Pg 443

Satisficing is the process of making acceptable responses to opportunities and problems based on limited information available.

True

Pg 444

The availability heuristic can lead to an overestimation of the frequency of vivid or extreme events and their causes.

True

Pg 445

False 

Pg 447

Although groupthink occurs only in cohesive groups, many cohesive groups never succumb to this faulty mode of decision making.

Because conflict within groups is dysfunctional, the group leader needs to be sure it is always eliminated.

In a crisis, groupthink can protect the collective interests of the group because no one person can be made a "scapegoat" for making a poor decision.

When the Delphi technique is used experts meet face-to-face to make decisions.

A learning organization takes purposeful steps to enhance and maximize the potential for explorative and exploitative organizational learning to take place.

The best companies have learned everything that they need to know to be a successful company.

Systems thinking is an ongoing mental model that all of the organization's members use to frame problems or opportunities.

True

Pg 537

Reengineering and TQM are highly interrelated and complementary, although one is evolutionary and the other revolutionary.

The more revolutionary the change, the more likely it is for an organization to focus its OD techniques on the group level.

False

Pg 552

Good communication serves all of the following functions in an organization EXCEPT ________.

providing knowledge

expressing feelings and emotions

motivating organizational members

ensuring agreement between employees

Carly, a district manager of a chain restaurant, has been under a lot of stress lately because her store did not meet last month's sales quota. While going over this month's sales numbers, which look equally bad, Mary, one of her lead waitresses, calls in sick. Carly immediately begins yelling at her and telling her that she must come in whether or not she is sick. Mary tries to protest, but is unable to because she is crying. What important function of communication is Carly MOST LIKELY ignoring?

expressing feelings and emotions

controlling and coordinating group activities

providing knowledge

motivating organizational members

A teacher rearranges her students' desks from rows to several square groups of four desks.  These groups are MOST conducive to a ________ communication network.

wheel

spiral

chain

circle

Grace is shopping for a computer when a salesman begins telling her why she should choose a certain model.  He is using technical terms that Grace doesn't understand, so Grace loses interest and leaves.  In the future, the salesman should  ________.

use more jargon

use non-verbal communication

change how he encodes the message

change how he decodes the message

A college professor was very excited to have a specific guest visiting his class.  When he introduced the guest to the class, he momentarily forgot that the students were not experts in the field of study. Consequently, he used several different acronyms to describe the guests experiences. The students did not understand these acronyms. As a result, ________.

the students were probably impressed by the speaker's credentials

communication was likely to be effective

low information richness prevented effective communication

the jargon prevented effective communication

During the middle school's open house, the teacher told her student's parents that she really liked their child.  While saying this she had a very dirty look on her face. Through her ________, the teacher raised doubts as to whether she really liked the children.

true communication

ambivalent communication

nonverbal communication

verbal communication

When a message is ambiguous, the receiver's ________ will be MOST LIKELY to affect interpretation of the message.

knowledge

biases

education

experience

As an attorney with the firm of Dewey, Cheatum, & Howe, Juliana has just received the message from a major client that she is not to proceed with a legal filing. Juliana called the client back to say that she had stopped the filing process, and the client thanked her before hanging up. Juliana's response to the clients' message is an example of the ________.

decoding phase

filtering process

feedback loop

enactment process

Jill asked Jack to go to the store and pick up apples, milk, and bread.  Jack was watching tv and did not look up at Jill when she spoke to him.  He assured her that he heard her and would take care of her requests.  When Jill left,  Jack did not at all remember what Jill had said to him.  Jill did not communicate with Jack due to _______.

body language

information loss

rumors and gossip

poor listening

________ is the change in meaning that occurs when a message travels through a series of senders to a receiver.

Filtering

Information distortion

Encoding

Noise

An American businessman was taking care of a business deal in Japan.  He was planning on doing business with a Japanese firm because they have a strong reputation.  After talking to the leaders of the firm, he decided they were sneaky and untrustworthy due to their indirect way of speaking.  His perceptions MOST LIKELY occurred because of ________.

Correct!

differences in linguistic styles

lack of appropriate feedback

rumors and gossip

information distortion

All of the following are part of a person's linguistic style EXCEPT ________.

Correct!

physical distance

tone of voice

volume

use of pauses

A manager  has been told by upper management to communicate a message to several of his employees.   The manager needs to convey the message quickly and does not want to have a lengthy discussion about the message.  His BEST option would be ________.

holding a meeting

calling the employees

sending an e-mail

writing a letter

The owner of a tire company is in the process of choosing a spokesperson.  She wants to choose someone that will have high credibility. Her BEST option for a spokesperson would be ________.

Kanye West

a well-known politican

a successful racecar driver

a medal winning Olympic gymnast

When an organization wants to engage in bottom-up change, ________ becomes pivotal in determining the success of the change.

determining the desired future state
diagnosing the organization
institutionalizing action research
implementing the action

When it is clear that organizational change will help some individuals or groups at the expense of others, ________ becomes an important method to reduce resistance to organizational change.

education

manipulation

participation

facilitation

All of the following are organizational impediments to change EXCEPT ________.

uncertainty and insecurity

power and conflict

mechanistic structure

differences in functional orientation

A company's ability to innovate and competently use its technological advantage is dependent upon its ________.

customers

employees

production process

mission

Many managers have altered their management styles in an effort to motivate minority and female employees MOST LIKELY as a result of ever changing ________ characteristics of the work force.

political

competitive

ethical

demographic

Impediments to change that cause ________ are found at all levels of the organization.

innovation

engagement

inertia

equalization

An organization decided it wanted its members always to be looking for ways to make the organization better through efficiency or product improvement.  Employees attended a meeting where the TQM strategy was explained.  When the strategy was evaluated within a month, it was determined to be ineffective. Which of the following is LEAST LIKELY a reason for the poor evaluation?

The strategy can take much longer than one month to be effective.

The employees were not behind the change.

It was too drastic of a change.

The managers did not empower the employees.

Dick Sines is a manager in the customer service department of Grand Prix Auto Parts. According to a recent performance appraisal, Dick was told he was spending too much time trying to solve problems with the computer system in his area and notenough time supervising employees. The MAIN purpose of this performance appraisal is to ________.

give Dick's manager new insight into the operation of Dick's area

give Dick a chance to explain why he is spending time trying to fix the computer system

give Dick feedback concerning whether he is focusing his effort in the right direction and on the right set of tasks

provides documentation that Dick has been warned that he needs to spend more time supervising

All of the following are examples of the evaluative purposes of a performance appraisal system EXCEPT ________.

deciding how to set pay levels

deciding how to motivate an employee

deciding how tasks should be assigned

deciding whom to promote

All of the following are choices managers need to make when developing an effective performance appraisal system EXCEPT ________.

what to evaluate

whether to use formal or informal appraisals

which methods of appraisal to use

how to appraise the quality of outputs

Evaluating ________ has numerous disadvantages including ignoring situational effects, increasing the likelihood of lawsuits, and providing little motivation for change in the workplace.

situations

context

traits

behaviors

John Conroy and Mark Meyers are the two top producers in the fabricating department at Faye & Cy, Inc. In fact, their productivity is equal. John puts a lot of himself into his work—sweating and pounding, shouting at coworkers, and talking to the equipment as he works. Mark is very quiet and rarely seems to exert himself on the job. The fact that the production of these workers is identical and their actions on the job are so different illustrates the potential difficulties with ________.

performance appraisals that evaluate workers' behaviors

performance appraisals that evaluate workers' results

formal performance appraisals

informal performance appraisals

Which of the following is MOST LIKELY to affect stress within an individual?

socio-economic

education

marital status

personality

The major factors of stress that affect everyone are threat, opportunity, importance, and ________.

behavior

uncertainty

expansiveness

emotion

Joe has been asked by his boss to work on a $2 million dollar project. This job will entail travel and a good deal of paperwork. How is Joes MOST LIKELY to feel?

Anxious, a good deal of work and travel is involved in this project.

Excited, this is a great opportunity for Joe to work on.

There is not enough information to determine how he will likely feel.

Stressed, he might not be able to handle the work obligations required on this project

Thom Thomas was trained to be an air traffic controller for two years and has posted exceptional scores on every practice test and exercise he has taken. However, he has never worked in an actual control tower. On his first day in the control tower of a major airport, Thom MOST LIKELY experienced stress because he ________.

is neurotic

lacks the abilities needed

does not have experience

is low on negative affectivity

All of the following are key signs of burnout EXCEPT ________.

emotional exhaustion

role ambiguity

depersonalization

feelings of low personal accomplishment

A sales manager who earns commission on all sales from the company is inwardly happy whenever a salesman complains that he is feeling stressed, as long as the stress level is not overly high. Which of the following MOST logically explains why the sales manager is inwardly happy?

The sales manager is glad that he is not the only one feeling stressed.

The sales manager knows that light stress can motivate people.

The sales manager does not understand stress.

The sales manager does not like his salesmen.

The employees at the Dunder Law Firm have been under a great deal of stress due to a very busy season. What is LEAST likely to occur?

decreases in overall health

higher rates of turnover

higher rates of burnout

decreases in rates of absenteeism

________ occurs when the set of behaviors or tasks a person in an organization is expected to perform are at odds with each other.

Work-life linkage

Role ambiguity

Role conflict

Role dissension

A company hires two new employees. While Ellen is training Seth, she gives him a detailed explanation of what he has to do and what he should do if he wants to be promoted in the company. Jenny, who has been working at the company for years, has a very different position than Thomas, the new employee whom she is training. She tells him all about her job and expectations, but has little information to give him on what his job will entail. What is Thomas MOST LIKELY to feel?

Role ambiguity

Role tension

Work-life linkage stress

Role dissension

One way to address worker stress from promotions or challenging job assignments is for managers to take steps to raise employee ________.

extroversion

self-efficacy

neuroticism

locus of control

The two methods of coping with stress are known as ________.

positive and negative coping

emotion-focused and problem-focused coping

problem-focused and solution-focused coping

affective and cognitive coping

When ________ is successful, stressful feelings generated by threats and opportunities do not get out of hand.

solution-focused coping

problem-focused coping

psycho-social coping

emotion-focused coping

________ match less experienced members with more experienced members of an organization who can provide advice to them.

Coaching agreements

Counselor programs

Mentor programs

Protégé programs

Larry Friend is a single parent who is also the senior managing engineer on a major building program at NOLA Company. Keeping up with domestic and job responsibilities is a major struggle for Larry. Today, his supervisor asked him if he would also be this year's United Way chairperson. Larry agreed, provided his supervisor would have someone else do some of Larry's administrative duties. The supervisor agreed to reassign the paperwork. What technique of stress management did Larry employ?

emotion-focused coping

problem-focused coping

passing the buck

role negotiation

Methods of coping with stress that involve dealing with and controlling stressful feelings and emotions include all of the following EXCEPT ________.

clinical counseling

redesigning jobs

regular exercising

mental contemplation

Which of the following is NOT a problem-focused coping strategy for organizations?

improving job security

redesigning jobs

reducing uncertainty

physical exercise

Providing child care so that parents do not have to worry about their children and allowing flexible work schedules to help employees manage work-life linkages are both examples of ________.

organizational methods of behavior-focused coping

organizational methods of stress-focused coping

organizational methods of problem-focused coping

organizational methods of emotion-focused coping

Employees who telecommute ________ when compared to employees who do not telecommute.

profess lower levels of organizational commitment

are less satisfied with their opportunities for promotion

experience higher levels of role conflict and ambiguity

are less satisfied with their supervisors

Which of the following is LEAST LIKELY to be a class covered under an employee health management program?

stop smoking

improve your personal well-being

eat a healthy diet

prioritize effectively

Employee assistance programs are company-sponsored programs that provide employees with counseling and other kinds of professional help to deal with stressors such as ________.

poor self-esteem and motivation

heavy workloads and strict deadlines

alcohol and drug abuse and family problems

potential layoffs and organizational reorganizations

A group is working on increasing fuel efficiency in cars. The group is composed of the brightest minds in the field, but one of the researchers has a breakdown and isn't able to finish his work.  Other group members are delayed in their portion of the project. This will cause ________.

actual performance to be much lower than potential performance

actual performance to be much higher than potential performance

actual performance to equal zero

actual performance to equal process gains

In order for an organization to achieve its goals, managers and work groups need to strive to ensure that a group's ________ performance comes as close as possible to its ________ performance.

actual; potential

actual; targeted

potential; latent

actual; forecasted

Managers attempt to create and sustain highly effective work groups by doing all of the following EXCEPT ________.

limiting actual performance

raising potential performance

creating process gains

eliminating process losses

According to the concept of the "sucker effect," when group members observe other members loafing, they will ________.

reduce their own efforts because they do not want to be taken advantage of

reject or ostracize the loafing group members

arrange a way for the loafing group members to be caught

work harder to overcome the lost productivity of the loafing group members 

According to Thompson's model of group tasks, ________ is the extent to which the work performed by one member affects what other group members do.

task interdependence

task independence

task relevance

task significance

A group that has ________ will have the least trouble with social loafing because individual tasks are identifiable.

pooled task interdependence

process interdependence

reciprocal interdependence

sequential interdependence

Four employees are working together to assemble a product.  April is first in the assembly line and must finish her work before the most capable worker, Stewart, can begin.  Derek, who is the least capable, can only work on his part after he has received Stewart's portion.  Meg, who is the final worker on the line, finishes the product after she receives Derek's work.  Who will determine group performance?

Derek

Meg

Stewart

April

Who is MOST LIKELY to support synergy?

Ryunosuke Satoro: "Individually, we are one drop. Together, we are an ocean."

Author unknown: "To kill time, a committee meeting is the perfect weapon."

"A committee is a thing which takes a week to do what one good man can do in an hour."

Robert Copeland: "To get something done, a committee should consist of no more than three people, two of whom are absent."

The potential for process losses is highest when tasks are ________.

reciprocally interdependent

sequentially interdependent

cross-departmentally interdependent

cross-functionally interdependent

________ is the attractiveness of a group to its members.

Group cohesiveness

Group coherence

Group magnetism

Group mystique

________ groups tend to promote cohesiveness.

Small

Medium

Large

Diverse

Which of the following is LEAST LIKELY an exclusive group?  

YMCA membership

cheerleading squad membership

football team membership

fraternity membership

Which of the following is NOT a characteristic of a moderately cohesive group?

Members spend more time socializing than they spend working.

The goals of the group are aligned with the goals of the organization.

Members influence behavior to ensure conformity, yet still allow for some deviance.

The level of communication and participation between members is appropriate.

Top management teams that make the best decisions MOST LIKELY consist of members with ________.

diverse and heterogeneous characteristics

the longest experience in the firm

technical backgrounds and strong interpersonal skills

the highest levels of education

Good communication serves all of the following functions in an organization EXCEPT ________.

providing knowledge

expressing feelings and emotions

motivating organizational members

ensuring agreement between employees

Carly, a district manager of a chain restaurant, has been under a lot of stress lately because her store did not meet last month's sales quota. While going over this month's sales numbers, which look equally bad, Mary, one of her lead waitresses, calls in sick. Carly immediately begins yelling at her and telling her that she must come in whether or not she is sick. Mary tries to protest, but is unable to because she is crying. What important function of communication is Carly MOST LIKELY ignoring?

expressing feelings and emotions

controlling and coordinating group activities

providing knowledge

motivating organizational members

A teacher rearranges her students' desks from rows to several square groups of four desks.  These groups are MOST conducive to a ________ communication network.

wheel

spiral

chain

circle

Grace is shopping for a computer when a salesman begins telling her why she should choose a certain model.  He is using technical terms that Grace doesn't understand, so Grace loses interest and leaves.  In the future, the salesman should  ________.

use more jargon

use non-verbal communication

change how he encodes the message

change how he decodes the message

A college professor was very excited to have a specific guest visiting his class.  When he introduced the guest to the class, he momentarily forgot that the students were not experts in the field of study. Consequently, he used several different acronyms to describe the guests experiences. The students did not understand these acronyms. As a result, ________.

the students were probably impressed by the speaker's credentials

communication was likely to be effective

low information richness prevented effective communication

the jargon prevented effective communication

During the middle school's open house, the teacher told her student's parents that she really liked their child.  While saying this she had a very dirty look on her face. Through her ________, the teacher raised doubts as to whether she really liked the children.

true communication

ambivalent communication

nonverbal communication

verbal communication

When a message is ambiguous, the receiver's ________ will be MOST LIKELY to affect interpretation of the message.

knowledge

biases

education

experience

As an attorney with the firm of Dewey, Cheatum, & Howe, Juliana has just received the message from a major client that she is not to proceed with a legal filing. Juliana called the client back to say that she had stopped the filing process, and the client thanked her before hanging up. Juliana's response to the clients' message is an example of the ________.

decoding phase

filtering process

feedback loop

enactment process

Jill asked Jack to go to the store and pick up apples, milk, and bread.  Jack was watching tv and did not look up at Jill when she spoke to him.  He assured her that he heard her and would take care of her requests.  When Jill left,  Jack did not at all remember what Jill had said to him.  Jill did not communicate with Jack due to _______.

body language

information loss

rumors and gossip

poor listening

________ is the change in meaning that occurs when a message travels through a series of senders to a receiver.

Filtering

Information distortion

Encoding

Noise

An American businessman was taking care of a business deal in Japan.  He was planning on doing business with a Japanese firm because they have a strong reputation.  After talking to the leaders of the firm, he decided they were sneaky and untrustworthy due to their indirect way of speaking.  His perceptions MOST LIKELY occurred because of ________.

Correct!

differences in linguistic styles

lack of appropriate feedback

rumors and gossip

information distortion

All of the following are part of a person's linguistic style EXCEPT ________.

Correct!

physical distance

tone of voice

volume

use of pauses

A manager  has been told by upper management to communicate a message to several of his employees.   The manager needs to convey the message quickly and does not want to have a lengthy discussion about the message.  His BEST option would be ________.

holding a meeting

calling the employees

sending an e-mail

writing a letter

The owner of a tire company is in the process of choosing a spokesperson.  She wants to choose someone that will have high credibility. Her BEST option for a spokesperson would be ________.

Kanye West

a well-known politican

a successful racecar driver

a medal winning Olympic gymnast

When an organization wants to engage in bottom-up change, ________ becomes pivotal in determining the success of the change.

determining the desired future state
diagnosing the organization
institutionalizing action research
implementing the action

When it is clear that organizational change will help some individuals or groups at the expense of others, ________ becomes an important method to reduce resistance to organizational change.

education

manipulation

participation

facilitation

All of the following are organizational impediments to change EXCEPT ________.

uncertainty and insecurity

power and conflict

mechanistic structure

differences in functional orientation

A company's ability to innovate and competently use its technological advantage is dependent upon its ________.

customers

employees

production process

mission

Many managers have altered their management styles in an effort to motivate minority and female employees MOST LIKELY as a result of ever changing ________ characteristics of the work force.

political

competitive

ethical

demographic

Impediments to change that cause ________ are found at all levels of the organization.

innovation

engagement

inertia

equalization

An organization decided it wanted its members always to be looking for ways to make the organization better through efficiency or product improvement.  Employees attended a meeting where the TQM strategy was explained.  When the strategy was evaluated within a month, it was determined to be ineffective. Which of the following is LEAST LIKELY a reason for the poor evaluation?

The strategy can take much longer than one month to be effective.

The employees were not behind the change.

It was too drastic of a change.

The managers did not empower the employees.

Which decision making model is descriptive?

Administrative Decision-Making Model

or

Classical Decision Making Model

Which decision making model is prescriptive?

Administrative Decision-Making Model

or

Classical Decision Making Model